Cory Haynes
San Diego,CA
Summary
IT Helpdesk Support Technician with 6 years of dedicated experience in providing technical support and systems administration within fast-paced environments. Proficient in troubleshooting Windows and macOS, managing Microsoft Cloud Services, and resolving escalated incidents, enhancing user access and service reliability across multiple platforms.
Overview
1
1
Certification
6
6
years of professional experience
Work History
IT Helpdesk Support Technician II
YMCA OF SAN DIEGO COUNTY
San Diego, CA
2023.03 - Current
- Acted as an escalation point for complex, critical helpdesk incidents, performing advanced troubleshooting, investigation, and coordination with internal IT teams.
- Administered and troubleshot Microsoft Cloud Services, including Entra ID, Intune, Exchange Online, Teams, SharePoint, and 365 Admin Center, enhancing user access and service reliability.
- Supported identity and access management, including account administration, permissions, authentication, security troubleshooting, and user provisioning and deprovisioning.
- Used Microsoft Intune to assist with endpoint management, device configuration, application deployment, compliance, and troubleshooting.
- Provided support for Microsoft Teams, SharePoint, Exchange Online, etc. resolving user access, configuration, connectivity, and application issues.
- Supported Zoom for users and organizational meetings, resolving account, application, audio, video, connectivity, and configuration issues.
- Diagnosed and resolved issues with network infrastructure, connectivity, workstations, peripherals, and network devices, improving overall system performance.
- Troubleshot operating systems, applications, hardware, printers, peripherals, and endpoint connectivity.
- Investigated recurring and complex technical issues using structured troubleshooting methods and critical thinking to identify root causes and effective resolutions.
- Prioritized and managed support tickets based on urgency and organizational requirements, ensuring clear documentation for efficient resolution.
- Handled escalated incidents requiring detailed investigation, cross-team collaboration, and timely communication with affected users and stakeholders.
- Documented technical resolutions, procedures, troubleshooting steps, and known issues to improve service desk efficiency and knowledge sharing.
- Supported Tier II technical issues for Windows and macOS users, resolving hardware, software, network, account access, and application problems.
ServiceDesk / IT Helpdesk Support
YMCA OF SAN DIEGO COUNTY
San Diego, CA
2020.09 - 2023.03
- Provided frontline IT helpdesk and service desk support for employees across the organization.
- Managed incoming incidents and tier 1 service requests through ServiceDesk Plus Cloud, ensuring timely resolution of technical issues.
- Troubleshot Windows computers, applications, peripherals, user accounts, connectivity, printing, email, collaboration tools, and other common IT issues.
- Resolved technical problems through systematic troubleshooting, documentation review, user interviews, and testing.
- Supported users with Microsoft 365 applications and services, including email, Teams, SharePoint, and account and access issues.
- Provided remote and on-site technical support, fostering professional communication and delivering strong customer service.
- Documented incidents and resolutions to enhance knowledge management and streamline future troubleshooting efforts.
- Facilitated procurement and installation of essential IT equipment and applications.
Education
Bachelor of Arts - Communications and Mass Media
California State University San Marcos
San Marcos, CA2008-01
Skills
- Incident management and troubleshooting
- Tier II technical support
- Windows, macOS, and iOS administration
- Hardware, software, and network troubleshooting
- Microsoft 365 administration and cloud support
- Endpoint management
- User access management
- Account provisioning
- Zoom administration and support
- Physical network infrastructure management
- ServiceDesk Plus cloud management
- Incident escalation
- Root cause analysis
- Documentation and knowledge management
- Problem solving and critical thinking
- Infrastructure management
- Website content management
Personal Information
Title: IT Helpdesk Support Technician II | Systems & Software Administration | Microsoft 365 | Cloud & Network Support
Certification
ServiceDesk Plus Cloud – MECPA , ManageEngine
Timeline
IT Helpdesk Support Technician II
YMCA OF SAN DIEGO COUNTY
2023.03 - Current
ServiceDesk / IT Helpdesk Support
YMCA OF SAN DIEGO COUNTY
2020.09 - 2023.03
Bachelor of Arts - Communications and Mass Media
California State University San Marcos